Product-Related Issues
If a product fails to meet specifications due to manufacturing or quality defects, Brain Case will take full responsibility.
📋 Scope of Coverage
- Incorrect product delivered (e.g., wrong construct, vector, or labeling)
- Failure to meet agreed technical specifications (e.g., titer, purity, sequence accuracy)
- Product degradation due to confirmed internal handling or packaging issues
✅ Resolution Options
Refund type determined on a case-by-case basis.
📌 Claim Requirements
- Claims must be submitted within 7–14 days of receipt (depending on product type)
- Supporting data must be provided (e.g., QC results, experimental validation)
- Product must have been stored and handled according to provided guidelines
Sales-Related Issues
Applies to cases not caused by product quality, but arising from ordering, communication, or customer-side decisions.
📝 Common Examples
- Order placed with incorrect specifications confirmed by the customer
- Change of project scope after production has started
- Duplicate or unintended orders
⚖️ Policy
⚠️ Non-Cancellable
Orders that have already entered production are non-cancellable and non-refundable.
🔄 Pre-Production Changes
- If production has not started, cancellation may be accepted with an administrative fee
- Modifications may incur additional costs depending on production stage
💡 Our Commitment
Brain Case will make reasonable efforts to assist customers in minimizing losses, but cannot assume liability for customer-side decision errors.
Force Majeure & Special Circumstances
Brain Case is not liable for delays, damages, or losses caused by events beyond reasonable control.
🌐 Covered Events
- Political or regulatory changes (e.g., export restrictions, customs holds)
- Extreme weather events (e.g., hurricanes, floods, earthquakes)
- Third-party logistics disruptions (e.g., courier delays, cold-chain failure not caused by improper packaging)
- Public health emergencies or other force majeure events
🤝 Our Support
📄 Documentation Assistance
Brain Case will assist in providing documentation and support for claims with logistics providers (if applicable).
🏷️ Discounted Re-shipment
Re-shipment or re-production may be offered at a discounted rate on a case-by-case basis.
Cold-Chain Policy
Applies to products requiring controlled temperature during shipping, including AAV and lentiviral vectors.
🚚 Shipping
- Products are shipped with validated cold-chain packaging (e.g., dry ice)
- Packaging is designed to maintain required temperatures during normal transit
📥 Upon Delivery
Inspect the package immediately upon arrival
Check for visible damage or signs of temperature breach
Confirm cold-chain condition
Verify dry ice is present and package is intact
Transfer to proper storage without delay
Store at −80°C immediately to preserve product integrity
⚠️ Reporting Issues
⏰ Within 24 Hours
- Report any temperature or packaging issues within 24 hours of delivery
- Provide photos and relevant details to support your claim
🔧 After-Sales Support
Brain Case Caused
Free replacement of the affected product.
Shipping / Handling Caused
Support provided; discounted replacement may apply.
❗ Important Note
Delays in receiving or improper storage after delivery may affect product quality and limit eligibility for claims.
General Notes
- All claims must be submitted in writing with sufficient supporting documentation
- Brain Case reserves the right to evaluate each case individually
- This policy applies unless otherwise specified in a signed agreement or quotation
